Latest Store releases for Virtual Agent and Agent Chat, May 2022

[Victor Chen]

Keep your Virtual Agent and Agent Chat up to date with the latest from the ServiceNow store!

May 2022 store releases, available now

Complete release notes and list of releases here. 

Conversational integration for Microsoft Teams, Slack - Install link (Teams or Slack)

• Run a health check scan using the Conversational Diagnostics app to capture common errors in the Microsoft Teams integration. The app groups errors by category and provides links to relevant Knowledge Base articles for resolution.
• Notifications now have a preview of the message content or title, where applicable.
• Pre-linking in Slack now enabled.

Virtual Agent API - Install link

• Bot Interconnect (primary bot) OOB integration with Microsoft Azure Power Virtual Agent

ITSM Virtual Agent Conversations - Install link

• Multi-language support: ITSM prebuilt topics supported in new languages.
  • French Canadian
  • Dutch
• Troubleshoot Slow Computer (Agent Client Collector) topic helps end users fix their slow computer using Virtual Agent. Topic is built using Agent Client Collector (ACC) for automated remediation.
• Deflection tracker: Deflection tracker added to topics. 

Password Reset for Virtual Agent - Install link

• Added custom components for the Change Password conversation to extend support to third-party credential stores in the Virtual Agent web client.

HR Service Delivery Virtual Agent Conversations - Install link

As part of this release, 9 new OOB topics are provided to customize and use: 

• 401kBenefitsInquiry
• ChangeInBenefitsInquiry
• DownloadPayslipRequest
• EmploymentVerificationLetter
• EnrollNewBeneficiary
• HRAccountAccessRequest
• HRCaseFollowUp
• HSAInquiry
• TuitionReimbursementRequest

[Chris D]

We have ServiceNow for Teams/IT Service Management integration with Microsoft Teams and last I recall, that includes (and lets us avoid installing separately) Conversational Integration for Microsoft Teams. Is that still true?* And does that mean if we update that app, we'll get the update you're sharing here?

I do see that the latest version of ITSM with Teams is dated the same date as the latest version of Conversation Integration with Teams (May 5, 2022) which is a good sign, but it makes me wary that the former is labeled as a "Patch Release" with no mention of these changes while the latter is labeled as a "Major Release". Not to mention the former supports Quebec Patch 4/Rome/San Diego while the latter only is Rome/San Diego.

*Feedback, if this is indeed still true, can you see about getting "Conversational Integration for Microsoft Teams" added to the ServiceNow for Teams product list alongside the other included apps so it's entirely clear that it's included?

[Victor Chen]

We'll look into this, thanks. And it's true that the Conversational Integration for Teams is included in the ITSM integration.